Salesforce Certified Service Cloud Consultant — Question 51

Metrics show that Universal Containers has a high call abandonment rate.
Which two strategies should a consultant recommend? (Choose two.)

Answer options

• A. Simplify the interactive voice response (IVR) tree.
• B. Use Assignment rules and case queues.
• C. Set up Email-to-Case.
• D. Add additional agents to lower average hold time.

Correct answer: A, D

Explanation

Option A is correct because simplifying the IVR tree can make it easier for callers to navigate and reach an agent, thus reducing abandonment rates. Option D is also correct, as adding more agents can decrease the average hold time, encouraging callers to stay on the line. Options B and C do not directly address the issue of call abandonment.